LYCEUM OF ALABANG

College of Tourism & Hospitality Management

Bachelor of Science in Hotel Restaurant Management

GUESTS LEVEL OF EFFECTIVENESS ON THE AUTOMATED RESERVATION

SYSTEM OF GREEN SUN HOTEL IN MAKATI CITY

A Thesis Study Presented to the

Faculty of College of Tourism and Restaurant Management

In Partial Fulfillment of the Requirements for the

Degree of Bachelor of Science in Hotel and Restaurant Management

By

Jude O. Lamela
Kenny P. Macatiag
Gabriel Angelo G. Justado
Vince Gerold B. Solomon
Moises Flores
Kyle Mathew Pregonero

March 2018
APPROVAL SHEET

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 LYCEUM OF ALABANG
College of Tourism & Hospitality Management
Bachelor of Science in Hotel Restaurant Management

The thesis entitled “GUEST’S LEVEL OF EFFECTIVENESS ON THE GUEST

ONLINE REGRISTRATION OF CITY OF DREAMS, MANILA”, prepared and submitted
by JUDE O. LAMELA, KENNY P. MACAITAG, GABRIEL ANGELO G. JUSTADO,
VINCE GEROLD SOLOMON, MOISES FLORES, KYLE MATHEW PREGONERO, in
partial fulfillment of the requirements for the degree of Bachelor of Science in Hotel and
Restaurant Management has been examined and is hereby recommended for
acceptance and approval for ORAL DEFENSE.
Prof. EVA PAULA F. BHADY
Adviser

PANEL OF EXAMINERS
Approved by the Research Interrogation Board on Oral Examination with the grade of
_______
Prof. RODEN A. SAMSON
Chairman
MS. DINAH HABIG Prof. RUDY NECOR
Member Member

Accepted and approved in partial fulfillment of the requirements for the degree of
BACHELOR OF SCIENCE IN HOTEL AND RESTAURANT MANAGEMENT.

Prof. RODEN A. SAMSON FAITH M. AYAP, MBA, *Ed.D

Chairman Dean, CTHM

ACKNOWLEDGEMENT
EDITTT THISSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS

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 LYCEUM OF ALABANG
College of Tourism & Hospitality Management
Bachelor of Science in Hotel Restaurant Management

The researchers could take this opportunity to express their sincere appreciation
and gratitude to everyone who helped and supported them throughout the entire
research. They could the statements below as an example.

Firstly to our adviser, Professor Eva Paula F. Bhady, who wholeheartedly

guided and educated us about research writing, for his constant supervision, provision
of necessary information, and continuous support through thick and thin.

To our college professors, for their cooperation and sharing of knowledge,

experiences, and wisdom.

To the oral defence panellists, Prof. RODEN A. SAMSON, Ms. Dinah C. Habig
and Prof Rudy Necor , for their insightful comments and encouragements, for their
challenging questions that motivated us to widen our research from various
perspectives.

And lastly, to the Lord Almighty, for his guidance through this research and our
everyday lives.

Thank you.

THE RESEARCHERS

DEDICATION

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 LYCEUM OF ALABANG
College of Tourism & Hospitality Management
Bachelor of Science in Hotel Restaurant Management

HGDHASGDHJAGDHJSAHDJGAJHSDGAHJSGDHJA@^^%

To our family and friends who wholeheartedly supported us through thick and
thin.
To our professors who gave us the opportunity to experience such an
academically enlightening research study.
To Lyceum of Alabang College Library who willingly gave us useful information
regarding our study.
We dedicate also this research to our colleagues at Education Department of
Lyceum of Alabang who provided endless support and data.
To our almighty God who always protecting and guiding us in our daily living.
To all who were mentioned above for without you this action plan will not be a
successful one.

THESIS ABSTRACT

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 LYCEUM OF ALABANG
College of Tourism & Hospitality Management
Bachelor of Science in Hotel Restaurant Management

Title : GUESTS LEVEL OF EFFECTIVENESS ON THE AUTOMATED

RESERVATION SYSTEM OF GREEN SUN HOTEL IN MAKATI
CITY

Authors : Lamela, Jude O.

Macatiag, Kenny P.
Solomon, Vince Gerold
Justado, Gabriel Angelo
Flores, Moises
Pregonero, Kyle Mathew

Degree : Bachelor of Science and Hospitality Industry

Adviser : Prof. Eva Paula Bhady

Institution : Lyceum of Alabang
Km 30 National Road, Tunasan, Muntinlupa City
The main purpose of this study is to……

SUMMARY FINDINGS

DEMOGRAPHIC PROFILE OF THE RESPONDENTS

A. GENDER

The gender consist of 33 or 37% of the respondents are female and 57 or 63% of
the respondents are male in given survey

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 LYCEUM OF ALABANG
College of Tourism & Hospitality Management
Bachelor of Science in Hotel Restaurant Management

B. AGE

In conducted survey, it shows that 30 or 33% of respondents ranged of age by

18-30 years old, 42 or 47% ranged of age by 31-40 years old and 18 or 20% of
respondents are 41 and above of years of age. In total of 90 respondents, mostly
age are ranged between 31 to 40 years.

C. NATIONALITY

In conducted survey, there are different nationality respondents that consist of

53 or 59% are Filipinos, 25 or 28% are Americans and 12 or 13% are ranged
are Korean. Therefore, the majority of respondents in the demographic profile
in terms of nationality are Filipinos.

DEMOGRAPHIC LEVEL OF GUEST EFFECTIVENESS

A. Reistration

This research comes out of 90 respondents, 46% are strongly agree, 51% are agree,
2% are disagree and 1% is strongly disagree to automated reservation system of Green
Hotel in Makati City

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 LYCEUM OF ALABANG
College of Tourism & Hospitality Management
Bachelor of Science in Hotel Restaurant Management

B. Conveiennce

This research comes out of 90 respondents, 37% are strongly agree, 57% are agree,
and 6% are disagree to convenience of Automated Reservatio System of Green Sun
Hotel in Makati City.

C. Accessibility

This research comes out of 90 respondents, 50% are strongly agree, 49% are agree,
and 1% are disagree to provide for the accessibility of Automated Reservation System
of Green Sun Hotel in Makati City

D. Mode of booking

This research comes out of 90 respondents, 46% are strongly agree, 52% are agree,
and 2% are disagree to pay different mode of booking through Green Sun Hotel’s
Automated Reservatio System

E. Customer Service

This research comes out of 90 respondents, 50% are strongly agree, 47% are agree,
and 3% are disagree to have suitable knowledge of customer service in Green Sun
Hotel about Automated Reservation System

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 LYCEUM OF ALABANG
College of Tourism & Hospitality Management
Bachelor of Science in Hotel Restaurant Management

Statement of the Problem

This research aims to evaluate the different response to the problem that we
presented, the following problems are:

1. What is the demographic profile of the respondents in terms of :

1.1 Age
1.2Gender
1.3 Nationality

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 LYCEUM OF ALABANG
College of Tourism & Hospitality Management
Bachelor of Science in Hotel Restaurant Management

2. What is the guest level of effectiveness on the automated reservation system

of Green Star Hotel in Makati City:
2.1 Registration
2.2 Convenience
2.3 Accessibility
2.4 Mode of Booking
2.5 Customer Service

3. What is the overall guest level of effectiveness of on the automated

reservation system of Green Star Hotel in Makati City?

Conclusion

The survey shows therefore that the most of the respondents were 31-40 year
old at the time of the survey. In the survey data, it implies therefore that the majority of
the guests of Green Sun Hotel were females which are outnumbered the males. It
shows that most of that most of the respondents of this study are the guest of Green
Sun Hotel. The survey shows that the study was accepted and the level of acceptability
is high with the mean percentage

Recommendations

Our group came up with idea for our research study to understand the
importance of Property Management System in Green Sun Hotel. This research shows
how it is prioritize, convenient and how accessible it is.

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 LYCEUM OF ALABANG
College of Tourism & Hospitality Management
Bachelor of Science in Hotel Restaurant Management

TABLE OF CONTENTS
TITLE PAGE

APPROVAL SHEET

ACKNOWLEDGEMENT

DEDICATION

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 LYCEUM OF ALABANG
College of Tourism & Hospitality Management
Bachelor of Science in Hotel Restaurant Management

ABSTRACT

CHAPTER 1: THE PROBLEM AND ITS BACKGROUND

Introduction.............................................................................................................. 1
Background of the Study...........................................................................................2
Theoretical Framework.............................................................................................3
Conceptual Framework.............................................................................................4
Statement of the Problem..........................................................................................5
Scope and Delimitation..............................................................................................6
Significance of the Study...........................................................................................7
Definition of Terms....................................................................................................8

CHAPTER 2: RELATED LITERATURE AND STUDY

Local Literature………………………………………………………...…………………9
Foreign Literature....................................................................................................10
Synthesis of Literature.............................................................................................11
Local Studies...........................................................................................................12
Foreign Studies.......................................................................................................13
Synthesis of the Study.............................................................................................14

CHAPTER 3: RESEARCH METHODOLOGY

Research Design.....................................................................................................15
Respondents of the Study.......................................................................................16
Sampling Technique................................................................................................17
Research Instrument...............................................................................................18
Data Gathering........................................................................................................19
Statistical Treatment of the Data.............................................................................20

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 LYCEUM OF ALABANG
College of Tourism & Hospitality Management
Bachelor of Science in Hotel Restaurant Management

CHAPTER 4:

PRESENTATION, ANALYSIS, AND INTERPRETATION OF DATA....................21

CHAPTER 5: SUMMARY, CONCLUSION AND RECOMMENDATION

SUMMARY OF THE FINDINGS..............................................................................22

CONCLUSIONS......................................................................................................23
RECOMMENDATIONS...........................................................................................24
REFERENCES........................................................................................................25
COMMUNICATION LETTER..................................................................................26
CURRICULUM VITAE.............................................................................................27

LIST OF TABLES

Table 1.1 Distribution of Respondents According to Age of Guests

Table 1.2 Distribution of Respondents According to Priority the Guest
Table 1.3 Distribution of Respondents According to Nationality of Guest
Table 4.1 Distribution of Respondents According to Priority the Guests
Table 4.2 Distribution of Respondents According to Priority the Guests
Table 4.3 Distribution of Respondents According to Priority the Guests
Table 4.4 Distribution of Respondents According to Accessibility of Guests
Table 4.5 Distribution of Respondents According to Accessibility of Guests
Table 4.6 Distribution of Respondents According to Accessibility of Guests
Table 4.7 Distribution of Respondents According to Convenience of Guests
Table 4.8 Distribution of Respondents According to Convenience of Guests
Table 4.9 Distribution of Respondents According to Convenience of Guests

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 LYCEUM OF ALABANG
College of Tourism & Hospitality Management
Bachelor of Science in Hotel Restaurant Management

Table 4.10 Distribution of Respondents According to Customer Service for Guests

Table 4.11 Distribution of Respondents According to Customer Service for Guests
Table 4.12 Distribution of Respondents According to Customer Service for Guests
Table 4.13 Distribution of Respondents According to Modes of Booking of Guests
Table 4.14 Distribution of Respondents According to Modes of Booking of Guests
Table 4.15 Distribution of Respondents According to Modes of Booking of Guests

LIST OF FIGURES

Figure 1.1 Distribution of Respondents According to Age of Guests

Figure 1.2 Distribution of Respondents According to Priority the Guest
Figure 1.3 Distribution of Respondents According to Nationality of Guest
Figure 4.1 Distribution of Respondents According to Priority the Guests
Figure 4.2 Distribution of Respondents According to Priority the Guests
Figure 4.3 Distribution of Respondents According to Priority the Guests
Figure 4.4 Distribution of Respondents According to Accessibility of Guests
Figure4.5 Distribution of Respondents According to Accessibility of Guests
Figure 4.6 Distribution of Respondents According to Accessibility of Guests
Figure4.7 Distribution of Respondents According to Convenience of Guests
Figure 4.8 Distribution of Respondents According to Convenience of Guests
Figure 4.9 Distribution of Respondents According to Convenience of Guests
Figure 4.10 Distribution of Respondents According to Customer Service for Guests

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 LYCEUM OF ALABANG
College of Tourism & Hospitality Management
Bachelor of Science in Hotel Restaurant Management

Figure 4.11 Distribution of Respondents According to Customer Service for Guests

Figure 4.12 Distribution of Respondents According to Customer Service for Guests
Figure 4.13 Distribution of Respondents According to Modes of Booking of Guests
Figure4.14 Distribution of Respondents According to Modes of Booking of Guests
Figure 4.15 Distribution of Respondents According to Modes of Booking of Guests

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 LYCEUM OF ALABANG
College of Tourism & Hospitality Management
Bachelor of Science in Hotel Restaurant Management

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